Weird Outlook 2013 Stuck Loading Profile Problem

I have just moved a client over to Office 365 Small Business Premium. They were using SBS 2003 including Exchange 2003 before, which is still running in their office for the time being.

They have 2 identical 17" HP Pavilion dv7 laptops running Win 7 Pro 64 and are domain joined.

They also have other computers on the network which are domain joined.

I have setup the hosted Exchange platform in their O365 portal and it is functioning as it should do.

I have removed Office 2007 Pro and installed Office 365 downloaded via their subscription which is where the problem has started. Outlook 2013 works fine with their accounts on other computers but not on their HP dv7 Laptops. It gets stuck loading the profile when outlook is starting up. It is running ok in the task manager. Where it starts to get weird is I spoke to MS Tech Support who remoted in using Logmein Rescue and as soon as they connected Outlook starting working fine.

We tried this several times under differenet conditions including after uninstalling the AV and disabling the windows firewall and it still didn't work until MS reconnected with logmein. This is the same on both the dv7 laptops.

Other measures to try and resolve this but have not worked include; recreating the outlook profiles, creating new local administrator user profiles in windows, uninstalling Office and reinstalling but still no cigar. Starting in safe mode works but after disabling all add-ons it still won't start.

Microsoft have suggested a reformat but I am reluctant to do this as I don't think it will solve the problem. I believe it has something to do with SSL as this is what Logmein uses to connect. Even if Outlook is stuck loading the profile for a few minutes, when MS connected again it would suddenly load.

I have removed all the HP Bundled software as this has caused me issues in the past with Office but this hasn't fixed it.

Any suggestions would be gratefully appreciated as I am now scratching my head somewhat.

Many thanks!

Lee BishopManaging DirectorAsked:
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I do not see from your description if you have any other computers running O365, if these two HP are the only ones and not another computer is working with O365 this should surely point to a network issue.
Lee BishopManaging DirectorAuthor Commented:
Yes there are other computers using O365 which are working on the network so it is not a network based DNS or firewall issue. I have also tried it on my laptop  and the HP on my network with the same result.

Also to update I have tried removing all HP software except the wireless assistant and now I have tried a reformat at MS request and I am still having the same issue. I have not installed any software on the freshly factory restored laptop except O365 and SP1.

Lee BishopManaging DirectorAuthor Commented:
I have managed to resolve the issue!

As it turns out it was an old graphics driver that was causing the problem. I was speaking to an associate who uses Logmein and he said that it uses a generic graphics driver when connected. That got us thinking that because Outlook was starting with the safe switch that it must be not loading the GPU drivers when starting in safe mode. I went to HP's website and got the latest ATI drivers and software and everything now seems to be working OK.

Just need to try it again with the add-ons switched back on.


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Lee BishopManaging DirectorAuthor Commented:
My solution fixed the problem!
I had the same issue with 2 Sony Vaio laptop's Outlook stuck on starting could only load in safe mode. Updated the graphics drivers from nvidia and everything is golden!!! :) Thanks for solving this and going through the pain for all of us on experts exchange!!
Disable and Stop the 'Desktop Window Manager Session Manager' service.  It's a pile and breaks Outlook 2013 frequently.
Costas GeorgiouNetwork AdministratorCommented:
very weird....guys the solution works like a charm....gave me a lot of headache....Thank you so much...
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